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Proctor Financial, Inc. Earns Center of Excellence Certification for Call Center Quality
TROY, MI–(Marketwire – Nov 4, 2011) – Proctor Financial, Inc. (“PFI”) has earned a Center of Excellence certification for call center services from BenchmarkPortal, an industry leader in call center benchmarking worldwide, in collaboration with the Center for Customer-Driven Quality, founded at Purdue University. The Center of Excellence recognition is one of the most prestigious certifications in the service and support industry.
Mohamed Elewa, Chief Administrative Officer of PFI, notes, “This certification is a testament to the quality commitment present in every agent, team leader, supervisor and manager we have in our borrower care center. PFI has established a robust training program combined with an innovative call center management system to maintain these high service levels, which meet or exceed our clients’ expectations and metrics.”
The Center of Excellence certification is awarded to customer service call centers that rank in the top ten percent of the call centers surveyed. They are judged against a balanced scorecard of metrics for efficiency and effectiveness. Those contact centers demonstrating superior performance based on both cost and quality-related metrics compared with their industry peers earn the award.
Bruce Belfiore, CEO of BenchmarkPortal, commented, “We certified PFI’s customer care operations as a Center of Excellence after evaluating the company’s effectiveness and efficiency in interacting with their customers. We applaud their commitment to superior customer service. Call centers that achieve the Center of Excellence certification are remarkable in their ability to balance a commitment to service excellence with cost-effective service strategies.”
To learn more about PFI’s outsourcing services and lender placed insurance programs, please visit www.pfic.com or call Diane Whipple at (800) 521-6800 ext. 1464.
About Proctor Financial, Inc.
Proctor Financial, Inc., headquartered in Troy, Michigan, is a wholly-owned subsidiary of Brown & Brown, Inc., ranked by Business Insurance magazine as the United States’ seventh largest independent insurance intermediary. Proctor Financial is considered one of the pioneers of lender-placed insurance. Learn more about Proctor Financial at www.pfic.com
This press release may contain certain statements relating to future results which are forward-looking statements. These statements are not historical facts, but instead represent only the current belief of Proctor Financial, Inc. and its parent company, Brown & Brown, Inc. (collectively, the “Company”) regarding future events, many of which, by their nature, are inherently uncertain and outside of the Company’s control. It is possible that the Company’s actual results, financial condition and achievements may differ, possibly materially, from the anticipated results, financial condition and achievements contemplated by these forward-looking statements. Further information concerning the Company and its business, including factors that potentially could materially affect the Company’s financial results and condition, as well as its other achievements, are contained in the Company’s filings with the Securities and Exchange Commission. All forward-looking statements made herein are made only as of the date of this release, and the Company does not undertake any obligation to publicly update or correct any forward-looking statements to reflect events or circumstances that subsequently occur or of which the Company hereafter becomes aware.
BenchmarkPortal is the custodian of the Center for Customer-Driven Quality’s database of contact center metrics, the largest in the world, founded in 1995 by Dr. Jon Anton at Purdue University. BenchmarkPortal is an industry leader in call center benchmarking, call center training, and call center certification worldwide.